> ## Documentation Index
> Fetch the complete documentation index at: https://docs.paylead.fr/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer support workflow

> The pre-flight checklist your Level 1 support team runs in Shift before escalating a missing or unexpected Reward to Paylead.

<Warning>
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</Warning>

When a [Consumer](/glossary#consumer) reaches out about a Reward they expected but did not receive, your Level 1 support team can diagnose most cases directly from Shift. This page is the checklist to walk through **before** opening a ticket with Paylead. Most issues resolve at one of these steps.

<Note>
  **Audience:** Program Manager support agents. **Prerequisite:** the **Support** role in Shift. See [Sign in and users](/program/shift/sign-in-and-users) for the role matrix.
</Note>

## Pre-flight checks

Work through the checks in order. Stop as soon as you find the answer; most complaints fail one of the first three.

<AccordionGroup>
  <Accordion title="1. Is the Consumer onboarded on the Program?">
    In **Consumers**, paste the Consumer ID in the search field. If the Consumer is not found, the person reaching out has not completed onboarding on your [Program](/glossary#program). No Reward can be generated. Confirm enrolment with the bank's app before going further.
  </Accordion>

  <Accordion title="2. Was the transaction on the bound account?">
    [Reward](/glossary#reward) attribution relies on the bank account enrolled at Consumer subscription. If the purchase was made with a card linked to a different account (a joint account from a partner, a secondary card, a non-enrolled product), no Reward is generated, even if the merchant is in the catalog.
  </Accordion>

  <Accordion title="3. Has the transaction propagation delay elapsed?">
    Paylead needs the transaction to land on its side, which takes up to **72 business hours** from the purchase. If the Consumer is complaining within that window, ask them to wait one more business day before troubleshooting further.
  </Accordion>

  <Accordion title="4. Is the Reward marked as Not Attributed?">
    In **Consumers** > the Consumer's profile > **Consumer Activity** > **Rewards**, look for a Reward with the `Not Attributed` status. If you find one, the Cashback was generated but assigned to a different source.

    Common causes:

    * The Consumer is onboarded on a second Paylead Program (e.g. with another bank) and that Program won the [Reward Attribution](/program/user-journey/guides/reward-lifecycle#reward-attribution) round.
    * The transaction comes from a joint account and the co-owner's Program won attribution.
    * The transaction was reported through an account aggregator as well as the bank's own feed, and the aggregator path was deduplicated out.

    See the [Status reference](/program/shift/status-reference#pool) for the full Pool status table.
  </Accordion>

  <Accordion title="5. Was an eligible Offer active when the purchase happened?">
    In **Consumers** > **Consumer Activity** > **Offers**, search by the merchant's name and use the date filter to confirm an Offer existed on the day of the purchase. The dates and the [Brand](/glossary#brand) must match exactly; a one-day gap is enough to disqualify the transaction.
  </Accordion>

  <Accordion title="6. Is the Offer still active and within capping?">
    Even if an Offer matched at the moment of the purchase, it may no longer be reachable today. Open the Offer in **Offers** and verify all three conditions:

    * Status is **not** `Completed` (budget cap reached).
    * End date is at least one month in the future.
    * The Consumer has not hit their personal capping on this Offer (check the **Offers** sub-tab of their Consumer Activity for usage so far).
  </Accordion>

  <Accordion title="7. Does the transaction match every Offer condition?">
    Click the pencil icon on the Offer to open its details. Compare the transaction to each condition:

    * Eligible channel (online, in-store, or both).
    * Eligible [Stores](/glossary#stores): the Offer may target a subset of the Brand's locations.
    * **Rewarded price range**: the transaction amount must fall inside it.
    * **Maximal transaction eligible amount**: transactions above this cap are not rewarded.
    * Any loyalty rules attached (first-time buyer, frequency cap, etc.).

    A single missed condition is enough to disqualify the Reward.
  </Accordion>
</AccordionGroup>

<Tip>
  If you do have access to the transaction list, spot the exact transaction the Consumer is referring to and verify its parameters (amount, date, channel, Brand). Most "missing Reward" tickets resolve here.
</Tip>

## When to escalate

If every check above passes and no `Not Attributed` Reward exists, open a support ticket with Paylead. Include the following in the ticket:

* `consumer_id`
* Purchase date and approximate time
* Transaction amount
* Brand name
* `reward_id` if a Reward was generated in any status

<Warning>
  Do **not** include personal data (full name, IBAN, card number, address) in the ticket body. The Consumer ID is enough for Paylead to look the case up. Paylead may ask for a proof of purchase in rare cases; provide it only on request and through a secure channel.
</Warning>

## What's next

<CardGroup cols={2}>
  <Card title="Status reference" icon="list-checks" href="/program/shift/status-reference">
    What every status in the checklist means.
  </Card>

  <Card title="Reward attribution" icon="scale" href="/program/user-journey/guides/reward-lifecycle#reward-attribution">
    Understand why a Reward can be `Not Attributed` and which Program wins.
  </Card>

  <Card title="Sign in and users" icon="users" href="/program/shift/sign-in-and-users">
    Assign the Support role to your Level 1 team.
  </Card>

  <Card title="Ventilations and invoices" icon="hand-coins" href="/program/shift/ventilations-invoices">
    Confirm a Reward was paid out, not just validated.
  </Card>
</CardGroup>